The Body Shop International Reviews 

Website won't let me order. Once I've put all my details in, it gives me a very vague message of "There was an issue creating your order. Try again, or contact us for more details." The support on the chat is an AI chatbot that makes you jump through hoops verifying yourself then just told me to restart my browser. I tried 2 different browsers and my phone and got the same thing so either their site is broken or perhaps they've decided I'm dodgy. I went back to the chatbot and it's just not responding anymore. There is no phone number so I've had to give up.

Extremely strongly perfumed body butters. Smells cheap and unnatural. Huge disappointment.

I'm an original Body Shop fan (loved their pionering ethical ethos in the 1980s) but I stopped being a customer when Anita Roddick sold it to L'Oreal (who just weren't a good fit and didn't "get" the brand). The company has been through a hard time since then. It's changed hands several times, and nearly went into administration in 2024. However, the new owners seem to have a much better handle on The Body Shop's original brand values. I recently visited their Brighton store again and started trying their products. I'm happy to report that some of them are great and the brand's ethical values are front and centre again. I've been using their almond milk hand balm (being older now I suffer from dry hands) and it's excellent. They really are the OG in the ethical beauty space and I hope their revival is a success.

I would review 0 . Customer service don't response . Still waiting for them to response.
Be careful.

The reason I am not really satisfied with the customer care resolution with The body Shop International is because nothing was resolved & the product that I was supposed to have ordered still got sent out to me. Something that I didn’t want or need. The same as the Subscription that I apparently wanted & had no knowledge/acceptance of. Each of these things were done without my permission or consent.
All of this done on 28/1/26 whilst I was abroad at 2.10 in the morning.
I hope this never happens to anyone else.
A total inconvenience. Whilst the advisor assured me with an apology, I find this all very worrying & frustrating that I have subscribed to something of which I had no knowledge & the payment taken out of my account to.

There are so many products on the market that promise great results at a fraction of the price .Some of the items I bought were disappointing , for example, the cleanser had that unmistakable “expired product” smell, which was really off‑putting. And the lavender massage oil barely smelled like lavender at all, even though the scent is the whole point of creating a relaxing experience.

They made a huge deal about going 100% vegan, but after they posted about it and made a huge campaign around it, they quietly started using animal derived ingredients again without mentioning it. Liars who clearly don't care about animals or ethics, only their bottom line.

Ordered £61 worth of items. Someone else's order came and when I phoned them to get it sorted they told me alot of my order was out of stock. I asked to be fully refunded, they said this would happen when they had received the parcel that I was returning. So not only sent me the wrong order, made me return it, but held on to my money until it was received. This is the last time I will order from the body shop. Poor show.

On the 26/10/25 I bought a mango pre-packed mango box of 5 items in the Worthing. Sussex shop.
I wrapped and gave it to my 13 year old GD for a Christmas gift.
When she opened the packaging at Christmas the box was completely empty.
I went into the shop with the empty box, they apologised &replaced the 5 items that should have been in the box but did not even offer a small gift /token for the inconvenience & disappointment/ etc.
I thought this was terrible customer service, for this reason I shall never shop there again.

Customer service: 0/5

Placed an order for a certain amount to get a complimentary gift. The gift was never sent. Would not have ordered that much if it wasn't for the free gift.

No explanation from them, no apology. Customer service does not answer emails AT ALL.

What is customer service doing? Not buying again online - will never get a reply to help resolve the issue.

These reviews terrified me as I’d seen them AFTER my order.

However I had a positive experience with Bodyshop (UK order)

I placed my order online on 17 December. I ordered a number of things on full price and a few on sale and my order qualified for free shipping.

My order arrived using Royal Mail on 22 December. Packed well and just brilliant.

Perhaps things are now better?! Thank you.

I ordered in early October, Canpar was supposed to deliver them. Not one notice, not one call, not a text, absolutely zero reaching out!! In mid December , well past the delivery date, I finally received notice from the body shop that it was shipped!!!? I get stuff from China faster. Absolutely terrible service! I had to get products here because the stores don't have half of their products, as they are grossly under stocked. The stores just have gross cheap novelty garbage now and more than half the products stink, for example the Blue Bell handcream absolutely reeks as bad as the service. There's a lot of actual natural alternatives out there that are proven and much less expensive I will be going elsewhere in the future

Brought 2 advent calendars in the Black Friday sale. The items didn't arrive, contacted them 9 days after I ordered and they said there was a "technical issue" ... I think technical issue means they never sent it. I got an email saying it had been sent, with no tracking number. One of the calendars have now sold out, meaning I won't get it, I was looking forward to opening it because I've been kinda depressed recently and wanted something to cheer me up. They sent a "replacement" for the one that is still in stock but has yet to arrive also. So yeah, not great.

I ordered a perfume from The Body Shop Canada website several weeks ago to ensure it would arrive in time as a gift.

Unfortunately, the package has been stuck in transit. It was originally shipped from Ontario, sent to Quebec, stayed there for a while, returned to Ontario, and was then sent back to Quebec, where it still remains.

Despite multiple attempts to speak with a customer service representative, I have only received automated AI email responses.
I am trying to obtain a refund since the gift is no longer needed; the person it was intended for has already returned home. To date, there has been no meaningful response and no refund, just repeated apologies for delays and generic automated messages.

I genuinely love The Body Shop’s products, but the lack of customer service has been extremely disappointing. Based on this experience,

I can understand why the business is struggling. Customer service would rate a negative 10 out of 10. Please do better.

I placed an order 10 days ago and have received nothing and my account doesn't even tell me if it has been shipped yet. Customer service is based outside of UK and cannot get you a royal mail tracking number. Bad service.

I choose delivery 3-5 working days. When I type at 6 day what's going on they just told me that deliver will be today or tomorrow. Unlucky royal mail decide to change the hour of delivery from 7:30 pm to between 1 and 3 pm. Of course I wasn't home so my delivery got postponed for the next day. The body shop decided to give me 5£ to spend as a voucher in their store.i love the products from then but customer service is just a joke. I will not recommend anyone to place order via online store.

AVOID shopping online! They don't deliver your order and the customer service in trying to obtain a refund is largely non existent. Extremely poor retailer. Appalling customer service. Very difficult to get refund. AVOID AT ALL COSTS.

YET Again! I tried to give tue bodyshop another chance in the hopes that they would have improved, but yet again they let me down.

They took my money, but never sent my items

Every time i place an order, they do this. Never again, this has been 4 years running!

Poor service! Even worse customer service. Took me 10 attempts for her to understand the order number. She had no clue what she was doing. I have to wait for my order which hasn’t been delivered for 10 days but can’t call back until tomorrow to get a refund! Unbelievable! Never ordered from them before and never will again. AWFUL

I've used The Bodyshop for a while and never had any issues with them until recently.

An Advent calendar was purchased for my partner as a Christmas gift, and I also asked if they would be in the black friday sales. My local branch said they wouldn't be, and if I wanted delivery of the item before the 1st of December, I'd need to make the purchase soon.

As soon as the sales started, the advent calendar was discounted by £40.00, it's a round trip of 30 miles to my closest branch, I contacted the customer service to see if they would refund the difference, because I feel I was mis-sold an item and pressured to order before Dec 1st deadline. The customer service promised me twice that a manager would call me, both times failed to make any call or follow up with the query.

I feel I was mis-sold this item at its original price, and they could have easily rectified this given the money spent with them over the years